CN109661675A - Use the semantic processes for customer support - Google Patents

Use the semantic processes for customer support Download PDF

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Publication number
CN109661675A
CN109661675A CN201780055266.8A CN201780055266A CN109661675A CN 109661675 A CN109661675 A CN 109661675A CN 201780055266 A CN201780055266 A CN 201780055266A CN 109661675 A CN109661675 A CN 109661675A
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China
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client
company
data
equipment
csr
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Granted
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CN201780055266.8A
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Chinese (zh)
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CN109661675B (en
Inventor
V.塞拉瓦特
J.谢夫
P.比斯瓦尔
B.迪尔曼
J.哈克曼
S.亨利
G.萨波斯尼克
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Essap Co
ASAPP Inc
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Essap Co
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Abstract

Third company can assist other companies to provide customer support to their client.Third company can request to provide software to the computer of Customer Service Representative in response to client the user interface to assist Customer Service Representative is presented.Third company can also send more new data to the computer of Customer Service Representative, so that a part of user interface is updated, wherein using the intention of the message received from client to determine more new data.The message received from client can be processed to determine the intention of message, and the intention can be used and obtain template, and can generate update data by rendering selected template.Then more new data can be transmitted to the computer of Customer Service Representative, so that updating a part of user interface.

Description

Use the semantic processes for customer support
Prioity claim
Present patent application be on September 1st, 2016 it is submitting and as U.S. Patent number _ _ _ publication U.S. Patent Application Serial Number 15/254,008 part continuation application, it is required that the U.S. Patent Application Serial Number 62/359 that on July 8th, 2016 submits, 841 equity.In the entirety of U.S. Patent Application Serial Number 15/254,008 and U.S. Patent Application Serial Number 62/359,841 Hold and is integrally incorporated into herein by reference herein.
Technical field
The present invention relates to use semantic processes to improve customer support.
Background technique
Company needs effectively to be interacted with client with to their offering customers service.For example, client may need to obtain The information of service about company may have the problem of about bill, or may need the technical support from company.It is public Department is with various different mode and client connection.Company can have website and user can be each to carry out with navigation website Kind movement.Company can have the application program (" app ") run on the user equipment of such as smart phone or plate etc, It provides the service similar with website.Company can have telephone number, and client can dial the telephone number via interaction Voice response obtains information with Customer Service Representative's speech.Company can also use such as facebook or push away spy etc it is various Social media service responds client.
Some prior arts for allowing client to interact with company may be disgusting for client.In website or The correct page is navigate on App or the voice menu that navigates in call may be time consuming.Some permission visitors The prior art that family is interacted with company may be expensive for being realized by company.Customer Service Representative is employed to come manually Respond request and to receive calls may be a significant expenditure.
Detailed description of the invention
It can be understood by reference to attached drawing of the invention and its some embodiments described in detail below:
Figure 1A -1C is that third company can provide the example system of customer support services to company by it.
Fig. 2 is to be automated toed respond to or request using the Customer Service Representative to be responded to request by generating Come provide customer support services sample implementation flow chart.
Fig. 3 A and 3B illustrate the example user interface on the customer equipment for obtaining customer support.
Fig. 4 is that third company can provide the example system of customer support services to company by it.
Fig. 5 A-C is the flow chart that the sample implementation of a part of user interface is updated by transmission more new data.
Fig. 6 is to send the more new data with placeholder and later update number of the transmission with the data for placeholder According to sample implementation flow chart.
Fig. 7 is to provide the flow chart of the sample implementation of customer support by the request of prediction User support.
Fig. 8 A-8Q is illustrated to be connect for the example user of the customer support session between client and Customer Service Representative Mouthful.
Fig. 9 is the exemplary computer device that can be used to customer support services.
Specific embodiment
Described herein is the technology that the request of user is responded using semantic processes.Although technology described herein It can be used for various users and request, but it is clear for displaying, it will use and the response to client's request is provided Company example.However, technology described herein is not limited to client and company, it can be to from the user for not being client Request provides response, and responds and can come from any entity or personnel.Semantic processes can be used to automated to respond to request, association It helps user to make request, and/or assists to carry out response user to customize the response to request.
Semantic processes can be utilized for client and provide the experience being fully automated.The use of semantic processes allows client logical It crosses and makes request using natural language to obtain information needed or required support.Use natural language can be with to make request Client is allowed to receive the solution requested it more quickly than other methods for making request.It in some instances, can be with The request of client is solved using single interaction.For example, when " when my package reaches customer inquiries" when, response may is that " it is 1234 that your wrap program, which reaches in Wednesday and tracks number, ".
Semantic processes can be utilized to improve the customer support experience of client, and improves company and providing branch to client Hold the efficiency of aspect.Semantic processes can be used to understand the meaning of client's request, and Customer Service Representative is easier Request is responded.In some implementations, the user interface presented to Customer Service Representative can be requested based on client Semantic meaning be automatically updated.For example, when why not its internet of his Internet Service Provider of customer inquiries works When, the user interface of Customer Service Representative can be automatically updated to show the information about service disruption.
The company for providing customer support to its client may be expected to use the service of third company to improve customer support It experiences and reduces overall customer support cost.For example, company may be found that compared with the semantic processes service for realizing their own, More cost efficient is serviced using the semantic processes of third company.Figure 1A-C, which is illustrated, can be used to its client by company Three different frameworks of the assistance from third company are obtained in terms of customer support is provided.
Figure 1A, which is illustrated, allows third company 110 to provide the system 101 of customer support services to multiple companies, wherein the Tripartite company 110 is for the client all communicated between client and company and the intermediary between company.In figure 1A, third Fang company 110 provides customer support services to company A 130, company B 131 and company C 132.Third company 110 can be to Any amount of company provides customer support services.
The client of each company can seek customer support via 110 subsidiary company of third company, and for client, They are direct subsidiary companies or seeking customer support via third company 110 can be apparent or can be unobvious 's.For example, client A 120 can seek the support from company A 130, client B 121 can seek from public affairs The support of B 131 is taken charge of, and client C 122 can seek the support from company C 132.
Third company 110 can assist a company to provide customer support in a wide variety of ways.In some realizations In mode, third company 110 can automated to respond to asking for client by using the semantic processes for the text requested client It asks.In some implementations, third company 110 can assist to make client and represent the Customer Service Representative of company work (CSR) it connects.For example, third company 110 can choose CSR, can provide user interface to client so that client more holds Easily request is supported and can provide user interface to CSR to assist the request of CSR customer in response.
In figure 1A, third company 110 connect client A 120 with CSR A 140, has made client B 121 It is connect with CSR B 141, and connect client C 122 with CSR C 142.Each CSR can provide visitor with it is represented The company that family is supported has any relationship appropriate.For example, CSR can be the employee or contractor of company, and only to the public affairs The client of department provides customer support or CSR and can provide simultaneously to multiple companies and service and mention to the client of multiple companies For supporting.
In some implementations, third company 110 can also be provided using the service of cubic company 150 to public affairs The support service of department.For example, cubic company 150 can be used to provide the clothes of the support to company C 132 in third company 110 Business.The cubic company 150 can provide with to the related any service of client's offer customer support.For example, cubic company 150 Payment services can be provided or the information to provide to client or CSR, letter such as associated with weather or stock price are provided Breath.
Figure 1B, which is illustrated, allows third company 110 to provide the system 102 of customer support services to multiple companies, wherein the Tripartite company 110 and the said firm are linked up, rather than directly link up with client.In fig. ib, client has network with corresponding company Connection, but directly there is no the network connection with third company 110.
In order to use the customer support services of third company 110, company can send out to the server of third company 110 It requests out.In some implementations, third company 110 can provide API(for example, REST API via its server) with Permission company uses customer support services.For example, company A 130 can receive the request from client A 120, and it is expected to make With the service of third company 110.Company A 130 can make its server issue request to the server of third company 110 It is automated toed respond to, with determining so that client A 120 connect with CSR A 140 or provides use to client A 120 or CSR A 140 Family interface.In some implementations, from company A 130 to the request of third company 110 may include third party public affairs All information needed for department 110 provides its service, previously disappearing between the text such as requested, client A 120 and company A 130 The information of breath or the customised profiles from client A 120.In some implementations, the server of third company 110 can be with The information of the server from company A 130 is requested in customer support services are provided.
Fig. 1 C, which is illustrated, allows third company 110 to provide the system 103 of customer support services to multiple companies, wherein visitor Family can directly be linked up with corresponding company or third company 110.In fig. 1 c, institute above can be used in third company 110 Any combination of the technology of description provides customer support services to company.In fig. 1 c, client has and corresponding company and third The network connection of both Fang companies 110.
In the case where client is connected to 110 the two of a company and third company, each of two connections can be with It is used for different types of request.For example, in client (for example, navigation is public in a manner of not needing the service of third company 110 The website of department) interacted with company in the case where, the network connection with company can be used in client.In client to use third party public In the case that the mode of the service of department 110 is interacted with company, it can be used and third-party connection.For client, Ke Huzheng It the use of the network connection with the said firm still may be unconspicuous with the network connection of third company 110.
Fig. 2 is the example implementation for illustrating assistance company and providing using the system 101 of Figure 1A the customer support to client The flow chart of mode.In Fig. 2 and other flow charts herein, the order of step is exemplary, and other order are It is possible, it is not to need Overall Steps, and in some implementations, it is convenient to omit some steps can add it His step.For example, can be by any computer described herein or system come the process of implementation flow chart.
At step 210, the information of related client's request is received at the computer of third company 110.Related client The information of request may include any relevant information, such as text of the message from client, in relation to client information (for example, IP address, Customer ID or Service Ticket) or about client seek the information of the company of customer support (for example, company from it ID).The server for the company that can directly receive or can be supported from its request via client from customer equipment closes to receive In the information of request.In some implementations, some information directly can be received from customer equipment, and can be with subsidiary company Server receives some information.
Customer equipment can be any suitable equipment, and such as smart phone, plate, wearable device or Internet of Things are set It is standby.Client can be used any technology appropriate and submit request, the technology such as to operation app(on the client device for example, The app of the company or third party app created to handle client's request) it keys in or tells request, key in or say on webpage Request, sending information message or transmission Email out.As used in this article, text message includes sending as text Any message comprising but be not limited to using SMS(short message service) or vertical application (for example, facebook Messenger, the iMessage of apple, Google Hangouts or WhatsApp) send message.
At step 220, the semantic processes of client's request are carried out by third company 110, to determine the meaning of client's request Justice.The company that semantic processes can be supported specific to client from its request.For example, third company can be the client of company A Carry out the first implementation of application semantics processing, carry out the second implementation, etc. of application semantics processing for the client of company B. Semantic processes can be used as input to receive any information as described above, text, Customer ID or the company ID of such as message. In some implementations, third company can request the information to use during semantic processes with the server of subsidiary company, The information (for example, service disruption) of state such as about the information of client or about company service.Semantic processes can by with To select the intention of client's request from one group of specified intention.For example, company can have been defined and by company's offer Related one group of intention is serviced, new service is such as added, cancels service, charging or technical support.
In some implementations, can be used wherein chart node can with one or more intention is associated has It selects to be intended to figure.For example, chart can be the tree hierarchically organized to possible intention.As tree is traversed, section Point may become more specific.For example, present node can be related to technical support, and the child node of present node can be related to electricity Talk about the technical support of the technical support of service, technical support and the Internet service of TV service.For another example, currently Node can be related to charging, and the child node of present node can be related to obtaining nearest bill, overdue bill and reimbursement.
Chart can have start node, and chart can be traversed until determining Stop node.Then it can choose Intention associated with Stop node.Chart can be traversed by using classifier associated with node.For example, chart Each node can be associated with classifier, and wherein classifier, which can export, is rested at present node (for example, present node Be off node) still continue to present node child node decision.Any technology appropriate can be used to traverse Chart, the technology such as greedy search or beam search.
In some implementations, the node of chart can be related to seeking the clarification from client.For example, it may be determined that It is that customer support request is related to technical support, and can be clear to the theme progress requested technical support to client's presentation Clear request.For example, multiselect list can be presented to client to clarify request.After receiving clarification, process can To continue from present node, or can restart at the start node of chart.
The semantic processes technology for being used to processing client's request may include U.S. Patent Application Serial Number 15/254,101 Described in any technology, pass through herein reference be integrally incorporated into herein.
At step 230, the server of third company 110 can be obtained requests with the client of the server from company Relevant information.Any relevant information, such as information of the state about the information of client or about company service can be obtained. For example, can be requested with subsidiary company in relation to the geographic region in the client in the case where determining that the request of client is related to service disruption The information of the state of company service in domain.
At step 240, the server determination of third company 110 is the sound that can be automatically determined to client's request It answers, is also whether to need CSR to determine the response to client's request.Semantic processes can be depended on by determining the need for CSR As a result (for example, selected intention) and any information as described above (for example, information in relation to client or company).Example Such as, the request of the Expiration Date to the amount of money or payment that provide nearest bill can be carried out automatically, because can be with the clothes of subsidiary company Business device retrieves the information.In customer inquiries why in his idle situation of Internet service, if need CSR that can depend on In other information, such as currently known service disruption.It is known there is currently influence client geographical location current clothes In the case that business is interrupted, the information can be automatically provided.It, can will be objective in the case where no service disruption for influencing client Family is connected to CSR with assisted diagnosis problem.
In the case where the determination of step 250 place can automatically generate response, then processing can continue to step 260, wherein the server of third company 110 can determine the response to client's request.Any technology appropriate can by with To automatically determine response, such as rule-based method of the technology or decision tree.Response may include sending message to client Or it represents client and one or more of takes action.For example, representing client and taking action may include providing reimbursement, changing ground Location is paid or is added or cancelled service.
At step 265, the server of third company 110 may be implemented to respond.Realize that response may include following each One or more of: message directly is sent to client, the message of client is sent to company's transmission, seeks from client Clarification or associated company movement of the server to cause client to be represented to carry out.
In the case where the determination of step 250 place cannot automatically generate response, processing can continue to step 270, Wherein the server of third company 110 can be such that client connect with CSR.Make during client connect with CSR, third company 110 server can select CSR from the list of available CSR.For example, can be based on semantic processes (for example, specifically for visitor The CSR of the request at family) or CSR(selected based on the identity of client for example, selection and client say same-language or to certain visitors Family provides the VIP CSR supported).Third company can update the storage of its data, to indicate that selected CSR is helping to have Body client.
At step 275, it is selected that the server of third company 110 is transferred to the data of related client's request CSR.Information can be sent directly to CSR, or can be sent to company to be sent to CSR.The information for being sent to CSR can be with Including any information as described above, the text of the message of such as client or the information in relation to client.
At step 280, the server of third company 110 receives the response from CSR.It can directly be received from CSR Response, or can receive and respond via company.Response may include sending message to client or representing during client takes action One or more.
At step 285, the server of third party 110 is for example by using above for any skill described in step 265 Art responds to realize.
In some implementations, after step 265 or step 285, processing can back proceed to step 210, The additional information of related client's request is received at the step.It can be with for example, another message or client can be received from client Additional information is otherwise provided, the other modes are such as by responding multiple-choice question.Additional information can be related to Previous request can be related to new support issue.It is hereafter illustrated examples.
Client can request the support for first problem, and response can be realized automatically.Then, client can request For the support of Second Problem, the Second Problem is different from first problem.
Client can request the support for first problem, and response can be realized automatically.Client can determine response First problem is not fully solved, and clarification can be made to request or make another request.
Client can request the support for first problem, and can automatically generate response to seek the request to client Clarification.For example, client can send the idle message in internet, and respond and can be multiple-choice question, automatically generate and The multiple-choice question is sent to obtain more specific details (for example, Wi-Fi does not work, Email does not work).Client is to more The selection of the answer of problem is selected to can be the secondary iteration of step 210.
Client can request the support for first problem, and client can be made to connect with CSR.At step 210, by Each message that client keys in can be considered as receiving information.In some implementations, the case where client connect with CSR Under, then the entire message as received by client in same session can be disposed as CSR, or each message can be directed to Make about be can automatically determine response or by CSR determines respond determination.In some implementations, CSR can be true Provisioning response can be automatically generated and processing is made to continue to step 260.
Fig. 3 A and 3B illustrate example user interface on the client device, can be used for from using third company The company of 110 service requests to support.Fig. 3 A, which is illustrated, can send being present in for request to company with wherein client The exemplary user interface 300 of text box 310 on customer equipment.Client can be to send message to personnel such as client Identical mode keys in request using natural language.Client can be used button (such as button 320) and submit request.In some realities In existing mode, client can tell request, and in the service of any customer equipment, the server of company or third company On device, voice can be converted into text.
After client submits request, request can be handled as described above.Fig. 3 B is illustrated to client Request three example responses.In user interface 330, the response for the problem of answering client immediately is provided.In user interface In 340, the more information from client is needed, and responds and client is proposed to provide the requirement of additional information.In user interface In 340, it is desirable that client selects one in several possible options, but in other examples or implementation, can require Client otherwise provides additional information (such as by keying in additional text).In user interface 350, client and CSR connect It connects.Technology described herein is not limited to aforementioned exemplary response, and any suitable response can be provided to client.Example Such as, the client that can change his or her telephone number for request provides table immediately, to allow the client to input new electricity Talk about number.For example, can by table being embedded into the same subscriber interface that be used to request User support, by making app Self-navigation provides table to screen appropriate or by providing webpage appropriate.
Other than providing and automated toing respond to and connect client with CSR, third company 110 can provide adaptability user Interface assists client to make request or CSR is assisted to carry out the request of customer in response.For example, semantic processes can be used to understand The meaning of client's request, and the relevant information and can be used dynamic for showing that CSR can be used in customer in response immediately are provided to CSR The user interface of work.
Customer Service Representative's user interface
CSR can assist multiple clients simultaneously.For example, CSR can respond the first client, and waiting from the first client's While reply, CSR can respond the second client.It can be to CSR presentation user interface (UI) so that CSR is easier to client It responds and to multiple clients while responding.
Any technology appropriate can be used that UI is presented to CSR.In some implementations, CSR can be used by The website that tripartite company provides.For example, CSR can use username and password Website login.In some implementations, CSR Vertical application can be used, such as operate in desktop computer, laptop computer, plate, smart phone or other set Standby upper application program.CSR can be used any technology appropriate and (such as key in message, tells and be using Speech recognition transcription The message of text or pass through voice connection (such as VOIP connection) and client's speech) communicated with client by UI.In order to show It is clear, be described below will use text link up as an example, still when by voice communication when, identical skill also can be used Art.
Fig. 8 A-Q provides the example for the user interface that can be used by the CSR in linking up each other and client.For example, Fig. 8 A Present the UI that can be used by CSR.Fig. 8 A includes customer list part 810, may include the visitor that CSR is currently linked up therewith The list at family.Fig. 8 A further includes conversation portion 820, allows CSR to see and is disappeared by client's typed message, key entry to client Breath, and see conversation history.Fig. 8 A further includes message part 830, provides the additional information to assist CSR, such as objective The state of family profile, charge information or company service.
Session between client and CSR, each of client and CSR can see have from client and The entire conversation history of the message of both CSR.For example, the display of customer equipment can be appeared in by each message of client transmission On device and appear in the conversation portion 820 of CSR UI.Customer equipment can also be appeared in by each message that CSR is transmitted On display and appear in the conversation portion 820 of CSR UI.Client can also be seen that by the elder generation of identical or other CSR disposition The conversation history of preceding support request.
Any technology appropriate can be used that CSR UI is presented to CSR.For example, can be by operating in CSR equipment Web browser or the vertical application that operates in CSR equipment CSR UI is presented.It will now be described and use web browsing Device and vertical application are presented the other details of CSR UI.
When CSR is using web browser access CSR UI, CSR can (for example, by enter in or access bookmarks) It is specified that the network address of CSR UI is provided, such as by the network address of the website of third company's operation.Webpage can be by third company Server provides, and is presented to CSR.CSR can be authenticated or be logged in by providing the username and password of some form. For example, CSR can use the Service Ticket provided by third company or be logged in using single-sign-on services.In login Afterwards, it can use the CSR UI similar with Fig. 8 A CSR is presented.
When CSR UI is presented to CSR, one or more texts can be transmitted from the server of third company to CSR equipment Part, such as html file, CSS file or JavaScript file.The browser operated in CSR equipment will handle these files To generate the UI to present to CSR.When handling file, browser can create the document for indicating to be presented to the webpage of CSR Object model, and the JavaScript that can assist that webpage is presented is executed, and respond the movement of CSR.
After Initial page is presented to CSR, CSR equipment can be used later from the server of third company or from another More new data received by one entity (such as, cubic company) comes the part of more new web page.More new data can be with any Format (for example, JSON or XML) appropriate, and a part including that can be used to update or modify presented webpage Information.Any technology appropriate can be used to a part of more new web page.For example, CSR can carry out movement, such as clicks and press Button, this to run the more new data of server of the JavaScript request from third company in a browser, receives More new data, and then carry out a part of more new web page by using update data modification DOM.In some implementations, Push technology (for example, Comet) can be used to allow the server of third company that will update data-pushing to browser, and And the JavaScript of operation in a browser can receive more new data and modify DOM to a part of more new web page. In some implementations, the JavaScript run in a browser can be with the server of periodic polling third company to look into Seeing if there is new more new data can be used, receive more new data, and carry out more new web page using received more new data A part.
Therefore, the more new data that can be received based on the movement carried out by CSR or from server is come continuously Update the webpage presented to CSR.In some implementations, it can only be presented to CSR in the duration on weekdays single Webpage, and technique described above (for example, " single page " web application) can be used to update the single webpage.? In some implementations, other than updating existing webpage, new webpage can be presented to CSR sometimes.For example, certain of CSR A little movements can to request new webpage, or the webpage that please can regularly (for example, once every hour) look for novelty.
In some implementations, the Initial page for being presented to CSR can not include any information in relation to client, and And customer list part 810 can not list any client.When CSR is assigned to assist the first client, operation can be passed through JavaScript in a browser receives more new data corresponding with the first client, and more new data can be used and come more A part of new UI, such as by listing the information in relation to client in customer list part 810 and in conversation portion 820 The initial message from client is presented.When CSR is assigned the second client or completes the first client, additional update can receive Information, and can further update UI.
In some implementations, the Initial page for being presented to CSR may include in relation to the first of one or more clients The information of beginning list.For example, server may assign one or more clients to CSR when CSR accesses webpage first, And Initial page may include the information in relation to these clients.It can carry out more new web page as being identified above later.
It compared with updating UI, updates with loading completely new webpage and is presented to a part of of UI of CSR and can provide more Good experience.Load completely new webpage need to download from server one or more files (for example, HTML, CSS, JavaScript), DOM is created from browser and renders webpage to CSR.Therefore, loading new webpage may be than updating UI's A part takes longer time, and keeps CSR less efficient in terms of requesting in response to client.
When CSR is using vertical application access CSR UI, the agreement of operating system is can be used in CSR (convention) application program is opened, such as by double-clicking or touching icon.CSR or in addition someone can previously will apply journey Sequence is mounted in CSR equipment.CSR can be authenticated or be logged in or authentication information can store in CSR equipment, so that CSR is not It needs to log in.
When CSR UI is presented to CSR, the application program of the operating system specific to CSR equipment is can be used in application program Interface (API).Operating system can provide API, allow developer that UI is presented, and such as providing allows window and UI element (all Such as button and text box) displaying API.
In some implementations, application program includes executable code and UI information, with allow application program present with The UI of Fig. 8 A similar UI.Application program can be used any technology appropriate and ask to obtain about the information of client and support It asks, it is such as public by receiving from the more new data of the server push of third company or for data polling third party is updated The server of department.
In some implementations, when starting application program, will be presented to CSR seem it is similar with the UI of Fig. 8 A still The not UI about any information of client.Then, application program can obtain more new data from server, such as related to be referred to More new data can be used to update UI, such as by arranging in client in the information and application program for tasking the first client of CSR The information in relation to client is presented in exterior portion point 810 and the initial information from client is presented in conversation portion 820.Some In implementation, before initial UI is presented, application program can obtain more new data from server.As CSR continues to assist Client, UI can continuously update.
In some implementations, different platform access CSR UI can be used in different CSR.For example, some CSR can make CSR UI is accessed with web browser, some computers that operation Windows 10 can be used access CSR UI, and one The plate of operation iOS can be used a bit to access CSR.In order to simplify the maintenance of the server software for different platform, service Device can provide the more new data independently of the platform used by CSR.Therefore, when more new data is sent to CSR equipment, phase With more new data can be sent to CSR equipment regardless of the platform of CSR equipment how.
For example, more new data below will be sent to CSR equipment when assigning new client to CSR:
" movement ": " new client ", " Customer ID ": 12345, " customer name ": " john smith " }
When CSR completes a client, more new data below can be sent to CSR equipment:
{ " movement ": " removing client ", " Customer ID ": 12345 }
When receiving new information from client, more new data below can be sent to CSR equipment:
" movement ": " new information ", " Customer ID ": 12345, " message ": " I needs payment bill."}
Regardless of platform, information needed for CSR equipment can have processing more new data, and CSR UI is updated with it A part.For example, having run JavaScript in a browser in the case where web browser is used in CSR Received data be can handle by updating DOM(for example, using executable code and/or client's Side Template) Lai Xiugai A part of CSR UI.In the case that vertical application is used in CSR, which can handle more new data, And it is modified using API by a part of the CSR UI shown in application program.For example, CSR equipment can in order to add new client To determine next available neutral gear (slot) in customer list part 810, and customer name is added to the neutral gear.
In some implementations, more new data may include that description will be used to that the cloth of the information in more new data is presented At least some information of office.For example, more new data can be used to the content of specified message part 830.The more new data can be with The information that how presented including information (for example, customer name) to be presented and for information about is (for example, with row and/or column Layout).For example, following more new data can be sent to CSR equipment:
{
" movement ": " message part ",
“UI”:{
" type ": " row-column list ",
" children ": [
{ " type ": " label ", " value ": " customer account " },
{ " type ": " label ", " value ": " john smith " }
]
}
}
In this example, " message part " movement can indicate message part 830 to be updated, and " UI " can indicate to be in Existing text, and also indicate some formattings or layout information.For example, the first row to be presented can be text " client Account ", and the second row to be presented can be text " john smith ".
Other show or layout information can be present in CSR equipment (for example, being handled by web browser In the part of file or vertical application), specific to the platform used by CSR.For example, ought be in a browser and special When with CSR UI being presented in application program, font size and line space be can be different.CSR equipment is stored in (for example, net Network application program or vertical application) on and any combination of displaying or layout information for being included in more new data can To be used to that CSR UI is presented in CSR equipment.
Client User Interface
Client can request to support in a wide variety of ways, and the web-page requests of such as subsidiary company are supported, use proprietary application journey Sequence (for example, smart phone application program) request is supported or sending information message.
In the case where client is supported using the web-page requests of company, any technology appropriate, which can be used to present, to be allowed Client requests the UI supported.For example, client can choose control so that UI is supported to appear on the other content on webpage.
Communication between wherein client and third company 110 is being carried out from the company that its request is supported via client Implementation in (for example, as in fig. ib), company can receive the request of the support from client, and the support is requested It is transferred to third company 110.Then, company can receive the response from third company 110, and the response is presented In supporting UI.
(for example, such as existing in the implementation that wherein client can directly link up with both company and third company 110 In Fig. 1 C), some movements of client can make request be sent to company, and some movements of client can be such that request is sent out It is sent to third company 110.In some implementations, third company 110, which can provide company, can be added to it The support widget of webpage.For example, company can add information to its webpage so that the browser of client is from third company 110 server retrieves JavaScript, which makes that UI is supported to be present on webpage.Some movements of client (such as in order to which the Information in relation to Products links) can make request be sent to corporate server to retrieve new web page. Some movements (such as requesting customer support using UI is supported) of client can make request be sent straight to third company 110 server.
Client can log in or authenticate the said firm and/or third company.In some implementations, client can log in The said firm, and the Service Ticket that subsidiary company receives can be shared with third company, to allow client and third company Authenticated (or vice versa).For example, the webpage that company can be used in client logs in, and subsidiary company receives authentication token. The executable software (for example, JavaScript) of operation on the client device can make authentication token and be used to that client is allowed to set Standby other executable softwares linked up with third company are shared.Then, third party can receive authentication token, and using should Authentication token represents client and takes action.
Client can also use company (or by third company) creation being already installed on customer equipment by client Vertical application requests to support.As above, implementation is depended on, communication between client and third company 110 can be with It is completed via company, or can use third company 110 and be done directly.
It may be applied to the support UI presented to client above with respect to any technology described in CSR UI.For example, Initial support UI can be presented to client, and poll or push technology can make update data be sent to customer equipment, And to update or modify a part for supporting UI.
Suitability user interface
Third company 110 can provide adaptability user interface to client and/or CSR to improve customer support process.Especially Ground, third company can be used semantic processes to determine the intention of client's request, and be adapted to based on identified intention UI。
Fig. 4, which is illustrated, can be used to provide adaptation to client or CSR during customer support session by third company 110 The system 400 of property user interface.Fig. 4 includes that can send data to customer equipment and connect from the client that customer equipment receives data Mouth component 420 can send data to CSR equipment and receive the CSR interface module 440 of data from CSR equipment and promote visitor The customer support component 430 of customer support session between family and CSR.These components can provide any function as described above Energy.Fig. 4 is sample implementation, and technology described herein is not limited to the example of Fig. 4.For example, the component of Fig. 4 can be with Be divided into multiple components or merge or may include other assemblies, such as load balance or can be based on network Any other function for being used together of service.
Client device requests support can be used in client, such as selects to use by sending information message or on the client device Family interface component.The information in relation to requesting can be received by customer interfacing components 420.Customer interfacing components 420 can be to client Supporting assembly 430 transmits the information in relation to requesting, to handle the request of client.Semantic sound can be used in customer support component 430 Answer component 455 determine user request meaning, such as by from one group may be intended in select be intended to.Customer support component Then 430 can determine whether to automatically generate the response to request.
If it is determined that automatically generating response, then customer support component 430 can determine the response to request, and will be related The information of identified response is transferred to customer interfacing components 420.Then customer interfacing components 420 can be sent to client disappears Breath, such as constructs message with the information in relation to identified response by using template.Customer support component 430 or client Interface module 420 can also carry out movement, all any movements as described above.
If it is determined that do not automatically generate response, then customer support component 430 can choose available CSR and client with Session is supported in creation between CSR.Customer support component 430 can transmit the information in relation to requesting to CSR interface module 440, and And CSR interface module can send the information in relation to requesting to the CSR equipment to present to CSR.CSR can create message to send out Back to client, which can be received by CSR interface module 440.The message can be transferred to customer support component 430 and Further it is transferred to customer interfacing components 420.Customer interfacing components 420 can be then to client device transmissions data, to permit Perhaps client sees message from CSR.
Customer support component 430 can provide any other function appropriate, to improve client's branch of both client and CSR Hold experience.For example, customer support component 430, which can be used, is automatically performed component 460 to mention to the text keyed in by client or CSR For being automatically performed suggestion, automatic suggestion response assemblies 465 can be used to suggest completing response to CSR in customer in response, with And automatic suggestion source component 470 can be used come the source in customer in response to CSR suggestion to assist CSR.Customer support group Part can be used in U.S. Patent Application Serial Number 15/254,101, U.S. Patent Application Serial Number 15/383,603 and the U.S. Any technology described in patent application serial number 15/448,824 passes through reference herein and is integrally incorporated into herein.
The other details of CSR interface module 440 will now be described.Web browser access CSR UI is used in CSR In the case where, CSR interface module 440 can dispose the login page that CSR UI is presented, certification and initial presentation (for example, transmission One or more of HTML, CSS and JavaScript).In the case where dedicated app access CSR UI is used in CSR, CSR interface module 440 can dispose certification and transmit any information needed for CSR presentation CSR UI.Initially it is being in CSR After existing CSR UI, CSR interface module 440 can be coordinated to send more new data to CSR so that updating or modifying CSR UI's Part such as pushes more new data by responding the movement of CSR or sends more new data.
When sending more new data to CSR equipment, template is can be used in CSR interface module 440, such as deposits from template data Store up 411 received templates.Template can indicate static and dynamic data any combination.Each for template uses static number It is identical according to can be, and dynamic data can be changed between the use of template.For example, dynamic data can be by mould Variable in plate is specified.Any format appropriate and technology can be used for template, such as Jinja, Handlebars or Smarty template.
When creating more new data using template, CSR interface module 440 selects template to be used, and is also wanted The data being used together with template.Utilize selected template and the data obtained to be used together with template, CSR interface Component 440 can use the selected template of data render obtained, to create the more new data that be sent to CSR equipment. For example, CSR interface module 440 can receive the message that particular customer is assigned to specific CSR from customer support component 430.It rings Ying Yu receives the message, and CSR interface module 440 can store 411 retrieval templates from template data, such as following template:
{ " movement ": " new client ", " Customer ID ": { { client: ID } }, " customer name ": " { { client: name } } " }
In the template, honeysuckle bracket (" { { " and " } } ") can indicate the variable for dynamic data, and other information can To be static information.In order to render template, CSR interface module 440 can obtain information corresponding with variable, such as related visitor The information at family.Then, CSR interface module can render template to create the more new data of content below such as:
" movement ": " new client ", " Customer ID ": 12345, " customer name ": " john smith " }
Then, CSR interface module 440 can transmit more new data to CSR equipment, so that CSR equipment is to customer list part The 810 new clients of addition.
Various information can be used to selection template to create the more new data of CSR to be sent to.
The identity for the company that client seeks support from it can be used to selection template.Third company 110 can be to perhaps More companies provide customer support services, and correspondingly template can be customized the needs to be suitble to each company.For whole Or for many companies some templates (template of new client is such as assigned to CSR to create more new data) can be it is identical , and (customised profiles of the client for company are such as shown for some templates for all or almost all company Details template) can be different.
The identity of client can be used to selection template.For example, it is assumed that client seeks support from Internet Service Provider, And client can subscribe to one or more of cable television, phone and high-speed the Internet service.The identity of client can be by For determining service received by client, and template can be selected based on the service received by client.First template The client of high speed internet can be used to only receive, the second template can be used to only receive the client, etc. of cable television.
In the case where using the information in relation to client, (such as client's number can be stored from the data of third company 110 Information 410) is obtained according to storage, or can be by obtaining information, the server of such as subsidiary company from another source solicited message Request customer information.Depending on company, third company 110 can not store customer information, and third company 110 can store Some customer informations (such as less sensitive information) or third company can store whole customer informations.
In the case where 110 subsidiary company of third company requests customer information, company is can be used in CSR interface module 440 Data interface assembly 445.Company data interface module 445 can store relating to how to the letter from different company requests user informations Cease or access the information.For example, company data interface module 445 can carry out lookup to obtain server address and request lattice Formula to carry out REST API Calls to the server of company.
The identity of CSR can be used to selection template.For example, CSR can have for the appearance to its UI presented Individual preference, and the preference of CSR can be used to customize the template specific to CSR.For example, CSR preference can store in CSR In data storage 412 or the server of subsidiary company is retrieved, such as by using company data interface module 445.
Information in relation to company can be utilized to selection template.For example, the state of company service can be used to select Template.In the case where company is Internet Service Provider, the information in relation to service disruption can be obtained and be used to Select template.Can be such as by using company data interface module 445, the server of subsidiary company retrieves the letter in relation to company Breath.
The one or more message transmitted between client and CSR can also be used to selection template.In some realization sides In formula, one or more message can be handled by semantic response component 455, to determine the meaning of message from one group of possible intention Figure, such as using any technology as described above.For example, writing out the feelings of " please help, my internet does not work " in client Under condition, semantic response component can determine that the message corresponds to internet connection and helps to be intended to, and the intention can be used to Select template.
Any combination of information above can be used to select template from template data storage.In some implementations In, template can be selected using only the intention of the message from client.In some implementations, information above can be used Combination.For example, decision tree can be constructed, and information above can be used to traversal decision tree, and can be from decision tree Leaf node in select template.For example, client can write out " please help, my internet does not work ".It can be used and (i) interconnect Net connects the intention of help, the (ii) information in relation to client (for example, the position of client, service as received by client etc.), And (iii) the information in relation to company (for example, as it is known that service disruption) selects template.The information can be used to selection and use To show the template of the CSR relevant information of the request in relation to client, position and the client family of current service interruption are such as shown Position map.
In some implementations, template may include using rendering template data obtained are directed to and change template The operator of content.For example, template above can be modified if client is VIP to add text behind the name of client " (VIP) ":
{ " movement ": " new client ", " Customer ID ": { { client: ID } }, " customer name ": " { { client: name } } " { %if visitor Family: VIP % } (VIP) { %endif% } }
In the template, the beginning and end of " { % " and " % } " instruction operator, and can be used any symbol appropriate and Operator.In the case where template uses operator, it may be necessary to less template, this is because the single template with operator The function of multiple template without operator can be provided.
After having selected template, data needed for rendering template can be obtained.Any technology appropriate can be used to obtain Data needed for template must be rendered.In some implementations, can handle selected template with obtain rendering template needed for change The list (or the list for the name variable that can be stored with being associated with template) of amount.Name variable can be mapped to for obtaining The technology of data corresponding with name variable is obtained, and the technology for obtaining data can seek to assist specific to client from it The company helped.
Any data appropriate can be obtained to render template, the identity of such as company, the information in relation to company, client Identity, the information in relation to client, the identity of CSR, the information in relation to CSR or the message in relation to being transmitted between client and CSR Information (such as, it is intended that).Data, the data storage or public of such as third company 110 can be obtained from any position appropriate The server of department.
Any technology appropriate can be used to for name variable being mapped to be used for data-generating process.For example, can be with Table lookup is carried out, using the identity of name variable and company to obtain the data structure for indicating how to obtain data.Some In implementation, data structure can have whether designation date is stored by third company 110 (for example, depositing in customer data Storage 410 in) or whether need subsidiary company server request data entry.It is stored in data by third company 110 In the case of, data structure may include such as storing the title of the title and field corresponding with data or column of the table of data Etc information.In the case where wanting the server request data of subsidiary company, data structure may include such as REST The address of API Calls and the information that be supplied to format of parameter of REST API Calls etc.
After the process for obtaining template data has been determined, template number can be obtained by realizing the process According to.For example, third company 110 can be from the search data memory template data of their own, or modulus can be asked with subsidiary company Plate data, such as by sending REST API Calls to the server of company.
After having been obtained for template data, CSR interface module 440 can be by using template data pair obtained Template is rendered to generate update data.For example, more new data generated can be structural data item, such as it is in above Existing structural data item.Then CSR interface module 440 can transmit more new data to CSR equipment, and operate in CSR and set Standby upper software can make a part that CSR UI is updated using more new data.
In some implementations, CSR interface module 440 can render template, and obtain one in template data A little forward direction CSR equipment transmits more new data.Obtaining template data by connection remote server can be relatively slow mistake Journey (for example, about several seconds or longer), and may expect just to update CSR UI before obtaining whole template datas.CSR connects The template data that has obtained can be used to render template in mouthful component 440, and for still none obtained template data, CSR One or more placeholders can be inserted in interface module 440, and instruction will send corresponding data later.In some implementations In, placeholder may include unique indicator in order to be later inserted into data.
For example, when rendering template described abovely, third company 110 can have Customer ID, and can be to Corporate server sends request to obtain the name of client.CSR interface module 440 can render template to generate following update number According to:
" movement ": " new client ", " Customer ID ": 12345, " customer name ": [[86735]] }
Wherein " [[86735]] " instruction has the placeholder of indicator 86735.CSR interface module 440 can be passed to CSR equipment This defeated more new data, and CSR equipment can update a part of CSR UI, but leave the blank for customer name.
After 110 subsidiary company of third company receives customer name, CSR interface module 440 can be generated and send The customer name that additional more new data is lacked in more new data previous with instructing CSR equipment to be inserted into.For example, CSR interface Component 440 can transmit more new data similar with following content:
" movement ": " placeholder ", " id ": 86735, " data ": " john smith " }
The software operated in CSR equipment can receive the more new data, and the name of client is inserted in UI, as Customer name has been included in previous more new data like that.
Customer interfacing components 420 may be implemented above with respect to whole technology described in CSR interface module 440, to by Customer equipment sends the client UI to present to client.For example, customer interfacing components 420 can choose template, obtain template number According to, selected template is rendered by using template data obtained and generate more new data and to customer equipment pass Defeated more new data is so that customer equipment updates a part of the client UI presented to client.Customer interfacing components 420 can be with Template is just rendered before receiving whole template datas, and is had to client device transmissions for the template not yet received The more new data of the placeholder of data.After receiving template data, customer interfacing components 420 can send additional update Data are so that placeholder is replaced by template data.
Fig. 5 A-5C is the flow chart for illustrating the sample implementation that assistance company provides customer support to client.Fig. 5 A- 5C is illustrated in the equipment of the first client (it seeks support from the first company), one or more servers of the first company, Interaction between the equipment of one or more servers of tripartite company and the first CSR supported to the first client offer.? In some implementations, the connection between the entity of Fig. 5 A-5C can be modified, for example, such as the system diagram by Figure 1A -1C.
At step 501, the first CSR is to 110 transmission of authentication information of third company.For example, the first CSR can be used by The webpage that third company provides logs in, or uses the vertical application being installed in the equipment used by the first CSR. The first CSR can be employed only to assist the client of the first company, or the first CSR can be employed to assist more than one company Client.Any technology appropriate can be used to provide authentication information in first CSR, such as by providing username and password, or Person is serviced using single login.
At step 502, third company receives authentication information, and at step 503, third company 110 can be with The data storage of CSR is updated, such as the entry by modifying the first CSR is to indicate that the first CSR is available for assisting client 's.At step 504, executable software is transmitted to the first CSR equipment in third company, and at step 505, the first CSR UI is presented using executable software in equipment, and the first CSR is allowed to provide the support to client.For example, third company can pass Defeated JavaScript (for example, utilizing HTML and/or CSS) is come so that UI is presented in the web browser of the first CSR equipment.First In the case that vertical application is used in CSR, it is convenient to omit step 504, and vertical application can be in step 505 UI is presented in place.
Any amount of CSR can be similarly implemented above step, the step be to third company's transmission of authentication information, And it accesses for providing the UI supported to client.Some CSR can assist the client of different company.
At step 506, the first client is to first company's transmission of authentication information.For example, the first client is accessible by The webpage that one company provides, and username and password or the first client are provided and can be used by the first company or third party The vertical application that company provides.At step 507, the first company receives the authentication information provided by the first client, and At step 508, the first company sends back to authentication token to the first customer equipment to indicate that client has correctly logged in.In step At 509, the first customer equipment receives and authentication storage token.In some embodiments, the first client can replace to third Fang company transmission of authentication information, and third company can send back to authentication token to the first customer equipment.
Then first client can access the part of the first company web page (or vertical application), this need client be by Certification.For example, client may be able to access that charge information or change the service as received by the first client.In some realizations In mode, before requesting customer support, it may be necessary to which the first client is certified, or requests it starting customer support Afterwards, client can provide authentication information.
At step 510, the first customer equipment is to 110 certified transmission token of third company.First client may know that Or may be unaware that authentication token is sent to third company, and may not know its with third company It interacts (from the perspective of the first client, he may seem to interact with the first company).
At step 512, the first client transmits to third company 110 and supports to request related message.In some realities In existing mode, message may include the voice of the first client or the text by the first client key entry.In some implementations, One client can choose user interface controls corresponding with the theme of the request of the first client (for example, " Clicking here to help you Internet connection ").As above, client may be unaware that he interacts with third company.
At step 511, third company 110 receives authentication token, and at step 513, and third company receives Message.The transmission of authentication token and message can occur in any order or they can be sent in identical transmission. Third company also determines the identity of the first company via the transmission from the first client.For example, the first client can be right Transmission Co., Ltd's identifier in the transmission of third company.
At step 514, third company 110 requests related first client and/or first from the server of the first company The information of company, and the information can be referred to as company data.Third company can request any information appropriate, such as The position of first client, the customised profiles of the first client, the service that is received by the first client are provided by the first company Service state (for example, service disruption).Third company can be used any technology appropriate and carry out solicited message, such as to The server transport REST API Calls of first company.Third company may include the first client authentication token and/or its The authentication token of oneself in the request.
At step 515, the first company can be with certification request (for example, by will be from the received certification of third company 110 Token is compared with the authentication token stored), at step 516, the first company can transmit to third company and be asked The information asked, and at step 517, third company can receive requested information.The certification carried out by the first company The one or both in the first client and third company can be authenticated.
At step 518, third company 110 selects the intention from the received message of client.Any technology appropriate can Be used to select the intention of message.For example, can use neural network to handle the text of the message from the first client, and And can select to be intended to from multiple possible intentions, wherein selecting to be intended to by the chart for traversing possible intention.It is related The information of first client and/or the first company can be used to determine intention.For example, not subscribing to the feelings of telephone service in client Under condition, intention related with telephone service can not be considered when selecting and being intended to.
At step 519, third company 110 selects the first CSR from the storage of the data of CSR.Third company can be with The first CSR is selected using any technology appropriate.For example, third company can be randomly chosen the client to the first company The CSR of service is provided, intention can be used to select CSR(for example, meter is specialized in selection in the case where being intended to be related to charging The CSR of expense) or the information about the first client can be used to select CSR(for example, providing more more valuable client The CSR of high professional qualification).
At step 520, third company 110 selects template from available template using selected intention.One In a little implementations, any data as described above can be used to selection template.Each of Available templates can be with One or more is intended to associated, and selected intention can be used or optionally other information as described above is selected Select template.For example, a template can be associated with multiple intentions there may be corresponding between template and intention, Or an intention can be associated with multiple template.Any template style appropriate or stencil-chosen technology (example can be used Such as, rule-based or use decision tree).
At step 521, third company generates update data by rendering template.For example, third company 110 can By the variable in template being replaced using data corresponding with variable come processing template.More new data can be with any appropriate Format, such as structural data (for example, JSON or XML), and may include for updating a part to the CSR UI presented Information.
Depending on implementation, step 511 to 521 can be occurred with various order.For example, can receive first Message, and select to be intended to before the authentication token for receiving client.Additionally, third company can make the first company For the more than one request of the information in relation to the first client and/or the first company, wherein different requests are information-related with difference. In some implementations, the first request can obtain data, which is used to determine the intention of the message from client.? After having selected intention and template, additional information can be requested with obtain rendering template needed for data.
In some implementations, third company can be identified before receiving authentication information the first client or Determine the information in relation to the first client.For example, third company can receive the IP address of the equipment of the first client, and use The IP address determines the information of the position in relation to client.The location information can be presented to the first CSR.Have in the first company In the case where closing the information of the IP address of its client (for example, wherein the first company is Internet Service Provider), third party is public Department can be by submitting the request of the IP address including the first client to obtain the information about the first client to the first company.
At step 522, more new data is transmitted to the first CSR in third company 110.At step 523, the first CSR is connect It receives more new data and updates one of the UI to the first CSR presentation using the executable software operated in CSR equipment Part.In some implementations, it in the case where CSR UI is presented using web browser, runs in a web browser JavaScript can handle more new data and modify DOM so that updating a part to the first CSR UI presented.Example Such as, JavaScript can add HTML element, remove HTML element, or the existing HTML element of modification is so that update UI A part.In some implementations, in the case where CSR UI is presented using vertical application, vertical application can The UI element presented to the first CSR is added, removes or modified so that more new data is similarly processed.
At step 524, input is received from the first CSR from CSR equipment.It can receive any input appropriate, And inputting can be based on the updated UI only presented to the first CSR.For example, more new data can make button be added to CSR UI, and the first CSR can choose the button just added and/or the first CSR can key in the text to present to the first client This response.
At step 525, event data related with the input of the first CSR is transferred to third company 110.Event number According to may include that can be used to the input of processing CSR and carry out any related data of movement corresponding with input.For example, Event data may include that the text of the response to be sent to the first client or instruction are connect by the first selected user of CSR The information of mouth control (for example, button).Any technical transmission event data appropriate can be used.In some implementations, In the case where CSR UI is presented using web browser, the JavaScript run in a web browser can transmit HTTP POST transmits event data.In some implementations, any in the case where CSR UI is presented using vertical application API appropriate can be used to allow the server communication of vertical application and third company.
At step 526, the server receiving event data of third company 110.Third company can handle event Data such as send message to the first client, reimbursement are provided to the first client or is changed to the first visitor so that implementation movement The service that family provides.Movement can be referred to as the message action that message is wherein sent to the first client, and wherein first company Computer represents the service action of first client's implementation movement.Being followed by subsequent processing for event data can depend in event data Whether the information of transmission is related to message action and/or service action.
In the case where event data includes the information in relation to service action, at step 527, third company 110 Server can make the first company realize service action, and at step 528, the first company can carry out service action. Any technology appropriate can be used for third company and come so that the first company carries out service action, and so as to the first company To carry out service action.For example, the REST API provided by the first company can be used to the first company in third company Server transport request, and can be made to carry out service action by the software that the first company realizes.
In the case where event data includes the information in relation to be transferred to the message of the first client, at step 529, the The server of tripartite company 110 transmits message to the equipment of the first client, and at step 530, the equipment of the first client to The message is presented in first client.Any technology appropriate can be used to the first client transmission and message is presented.For example, third Fang company can generate update data by rendering template.
After step 528 and/or 530, the aspect of processing above can be repeated.For example, the first client can transmit Another message is related to same client support issue or is related to different customer support issues.Based on processing message, message can To be sent to identical CSR or different CSR, it can determine the intention of message, can choose template, and message can be based on Intention update the UI of CSR.
Fig. 6 is to illustrate the more new data and later for sending and having to indicate the placeholder of still unavailable data The flow chart of the sample implementation of more new data is sent after data have been received.Fig. 6 show for CSR UI It is used together the sample implementation of placeholder, and placeholder can be used together with client UI using similar technology.
At step 601, third company 110 generates first more using the placeholder for still unavailable data New data.Still unavailable data are referred to as delayed data.Third company, which can also create, is included in the first update number In and also by the identifier for placeholder of third company's storage.For example, the first more new data can be by as follows Identifier in square brackets including placeholder indicates placeholder:
" movement ": " new client ", " Customer ID ": 12345, " customer name ": [[86735]] }
Later, it is corresponding with the placeholder to send after delayed data has been received that identifier can be used in third company Delayed data.Any technology described herein can be used to generate the first more new data, and any skill appropriate Art, which can be used to refer in first more new data, shows placeholder.
At step 602, the first more new data is transferred to the first CSR equipment, and at step 603, operates in Executable software in one CSR equipment makes a part that CSR UI is updated using the first more new data, such as by using Any technology as described above.When updating CSR UI, the first CSR equipment can indicate delayed data corresponding with placeholder It is still unavailable, such as by the way that blank corresponding with placeholder is presented in the part of CSR UI, animation is presented (for example, rotation Wheel) or text or chart is presented to indicate that delayed data corresponding with placeholder will reach quickly.
It is sharp when receiving delayed data to indicate to present placeholder and allow that first CSR equipment can store information Placeholder is replaced with the delayed data.In some implementations, the first CSR equipment can to CSR UI add metadata with Indicate the identifier of placeholder.For example, can by HTML element "<span id=‘86735'></span>" it is inserted into CSR UI In to indicate placeholder.
At step 604, the server of third company 110 can be from the delay corresponding with placeholder of the first company requests Data.It in some implementations, can be in other times steps performed 604, such as before step 601.In step 605 Place, the server of the first company receive request and to the server transport delayed datas of third company.At step 606, The server of third company receives delayed data.Any technology appropriate can be used to request and transmission delay data.
At step 607, third company 110 generates the second more new data comprising the identifier of placeholder and delay Data.For example, the second more new data can have following form:
" movement ": " placeholder ", " id ": 86735, " data ": " john smith " }
Any format appropriate can be used for the second more new data.
At step 608, the second more new data is transmitted to the first CSR equipment in third company.At step 609, first CSR equipment receives the second more new data, and will be inserted into CSR UI for the delayed data of placeholder.First CSR equipment The identifier of the placeholder in the second more new data can be used to determine that the delayed data for placeholder will be inserted in CSR Position in UI.For example, operate in JavaScript in the first CSR equipment can by HTML element " < span id= ' 86735 '></span>" be modified as "<span id=‘86735'>john Smith</span>" it is such include for accounting for The data of position symbol.
Predictive user interface
When client UI is presented to client, third company 110 can also predict the needs of client (for example, prediction client will The request made).Then, client UI can be presented in the forward direction client that client has made request and be answered client's letter of request Breath, or provide so that client is easier to make the UI of request.
Customer interfacing components 420 can receive the identifier (for example, authentication token) of client from customer equipment, such as institute above Description.Customer interfacing components 420 and/or customer support component 430 can be predicted with requesting prediction device assembly 450 interact can The request that can be made by client.For predictions request, request prediction device assembly 450 can obtain any number as described above According to such as information of the information in relation to client or the state in relation to company service.It can be used to the data of prediction client's request Referred to as prediction data.
Any technology appropriate can be used to predict the request of client in request prediction device assembly.In some implementations In, one group of rule can be used in request prediction device assembly 450 or decision tree predicts that client requests using prediction data.Some In implementation, neural network is can be used to predict that client requests in request prediction device assembly 450.Request prediction device assembly 450 It can be intended to (such as be anticipated by one group of client that semantic response component 455 uses using one group of client when predicting client's request Figure).
After prediction one or more can request that, customer support component 430 can be generated will be to client device transmissions Data or information.In some implementations, customer support component 430, which can be used, be used to request to mention to actual client The same technique for for automated toing respond to responds to generate.For example, the request predicted can be related to influencing the service disruption of client, and And customer support component 430 can be generated to present to client to notify customer service interruption and the expection for restoring service The message of time.In some implementations, the related UI element to present to client can be generated in customer support component 430 Information, such as button.For example, the request predicted can be related to charging, and number can be generated in customer support component 430 According to, come to client's presentation to check the button of nearest bill and to the button of on-line payment bill.
Customer interfacing components 420 can be then to client device transmissions data, to have made request (or completion in client Make request) forward direction client present in relation to the information for the request predicted.In some implementations, customer interfacing components 420 can be generated will to the more new data of client device transmissions so that customer equipment update be presented to client UI one Part.For example, customer interfacing components 420 can choose template, obtain template data, rendering template with generate more new data, with And to client device transmissions more new data.Following content is can to make some examples of the prediction to be used to assist client.
In one example, the request in relation to service disruption can be predicted.Using the identifier of company, can obtain related The information that current service is interrupted.Using the identifier of client, the address of client can be obtained.Known to the address matching of client In the case where the position of service disruption, request prediction device assembly 450, which can predict client, will request related service idle Information.Customer support component 430, which can be generated, to interrupt to the information of client transmission, such as presence service and for solving the clothes The explanation being engaged in the expeced time interrupted.Then customer interfacing components 420 can send more new data to customer equipment, with to client The information in relation to service disruption is presented.
In another example, the request in relation to billing issues can be predicted.Using the identifier of client, fallout predictor group is requested Part 450 can determine whether the Expiration Date of bill and client have paid out bill.If bill is overdue or at one section It is interior to expire (for example, expiring within three days or shorter time), then request prediction device assembly 450 that can predict that client will request Information in relation to payment bill.Customer support component 430 can be generated will to the data or information of client transmission, such as bill The button with payment bill can be used in the amount of money, the Expiration Date of bill and/or client.Customer interfacing components 420 can then to Customer equipment sends more new data, information in relation to bill to be presented to client and/or to the button of payment bill.
Fig. 7 is the example implementation for illustrating prediction client request and UI corresponding with the request predicted being presented to client The flow chart of mode.
At step 701, the equipment of the first client transmits the identifier of the first client to third company 110.Identifier Client or customer equipment can be identified, and can be with any format appropriate.For example, identifier may include user name, it is close One or more of code, authentication token or IP address.At step 702, third company receives the identifier of the first client.
At step 703, third company 110 requests related first client and/or first from the server of the first company The information of company.Third company can request any information as described above.At step 704, the first company receives and asks It asks and transmits requested information to third company.At step 705, third company receives requested information.
At step 706, the prediction of third company 110 may be requested by the customer support that the first client makes, such as logical It crosses and uses any technology as described above.At step 707, third company generates UI letter corresponding with the request predicted Breath.For example, UI information may include the message to the request predicted in response to the first client, or may include to The information of the related UI element (for example, button) presented to the first client, so that the first client is easier to obtain and be predicted The related information of request.
At step 708, to the first client device transmissions UI information.Any technology appropriate can be used to send UI letter Breath is such as sent as described above through rendering template more new data generated.
At step 709, UI corresponding with received UI information is presented in the first customer equipment.In some implementations In, the executable software operated on the first customer equipment can make a part that UI is updated using UI information.
The UI presented to the first client include can be by UI element that the first client uses in the case where, in step 710 Place, the first client can provide input, such as select button or key entry message.Event data related with the input of the first client Third company can be transferred to.At step 711, third company can carry out movement corresponding with event data.Example Such as, in the case where the first client clicks nearest bill of the button to check him, third company can be to the first customer equipment Transmit the information in relation to bill.
Sample implementation
Fig. 8 A-Q, which is illustrated, can be used by CSR and client and can connect in conjunction with the example user of technique described above Mouthful.It can be presented Fig. 8 A-8Q's by web browser, by vertical application or any other technology appropriate UI。
Fig. 8 A illustrates the example user interface that can be used to by CSR with one or more Communication with Customer.The UI packet of Fig. 8 A Include the different piece containing different types of information.For example, Fig. 8 A includes customer list part 810 comprising CSR is currently therewith The list of the client of communication.By receiving and handling more new data, each client can be added to customer list part 810.In this example, CSR is linked up with five different clients, and the client in entitled Cathy Washington be it is selected or Enliven client.Because Cathy Washington is selected or enlivens client, the other parts of UI can be shown and Cathy Washington Related other information, such as message sequence between Cathy Washington and CSR.
Fig. 8 A further includes showing the conversation portion 820 of the message between client and CSR.In the example of Fig. 8 A, to visitor The first message at family writes " how we can help you" message can be automatically generated for each new customer support session, Or the message can be keyed in by CSR." I needs the bill payment bill to me and cancels answering to my charging client's answer Chou Zhe alliance film ".By receiving and handling more new data, each message can be added to conversation portion 810.
Fig. 8 A further includes the message part 830 that other information related with client can be presented.In this example, information portion Divide 830 with three labels along button, CSR is allowed to be selected between three different types of information.Three marks Label are " knowledge bases ", " customer historical " and " customised profiles ".In fig. 8 a, customer historical label, and message part 830 are selected Show the event history for selected client.
Fig. 8 B illustrates the possible subsequent UI for CSR.In the fig. 8b, CSR keys in message to client, and The message can be seen in conversation portion 820.Additionally, message part 830 now illustrates the mark for " customised profiles " Label, and shown for the proposal action 831 of " checking film " near top.
After receiving processing message from Cathy, the result of more new data is sent to CSR equipment as third company Proposal action 831 can be presented.Third company can handle the message received from Cathy, determine that the intention of message is related to her The film bought recently, template, the selected template of rendering are selected using selected intention with generate indicate how be in The more new data of existing proposal action 831, and more new data is transmitted to CSR equipment.When receiving more new data, CSR equipment More new data be can handle so that proposal action 831 to be presented as indicated in the fig. 8b.
Fig. 8 C is illustrated have been had clicked on and the proposal action pair to check the information of the film in relation to being bought in CSR The possible subsequent UI for CSR after " checking " button answered.In Fig. 8 C, message part 830 be presently shown including The schedule of dealing of the client of film purchase.
Fig. 8 D illustrates the possible subsequent UI for CSR.The bottom of the conversation portion 820 of Fig. 8 D shows CSR and exists The suggestion response 821 used when responding Cathy.Suggestion response set forth the PIN that client is still not provided for purchase herein, and And it proposes to assist client that PIN is arranged.Third company can handle dialogue (for example, determine be intended to) and other information to determine pair CSR suggests response, and sends more new data so that CSR equipment is presented to CSR suggests response.
Fig. 8 E illustrates the possible subsequent UI for CSR after CSR selects to suggest response from Fig. 8 D.As choosing Select that suggestion responds as a result, sending message to client, and correspondingly the message appears in the conversation portion 820 of Fig. 8 E.
The message part 830 of Fig. 8 E further includes several sources that CSR can be used.In some implementations, based on place The text of the dialogue (for example, being intended to determine) between client and CSR is managed these suggestion sources to be presented automatically.In some realizations In mode, CSR can search for source by keying in the searching bar 832 at the top of message part 830.In this example, CSR has keyed in " pin ".Source database 1610 can be used to search for by the text that CSR is keyed in and matching search terms are presented Purpose source.The result of text as processing dialogue or the search in response to being made by CSR, third company can be to CSR Equipment sends more new data so that CSR equipment presence source.
Fig. 8 F illustrates the possible subsequent UI for CSR, selects " the finger being arranged for PIN from Fig. 8 E in CSR Enable " after.In the message part 830 of Fig. 8 F, CSR has the option for sending instruction to client with three kinds of different modes.
Fig. 8 G illustrates the possible subsequent UI for CSR, and wherein CSR has been returned to customised profiles label.Scheming In 8G, it is proposed that movement 833 is presented at the top of the message part 830 of CSR to request to pay from Cathy.As above, third Fang company can handle the dialogue between Cathy and CSR, determine the intention of dialogue, selected using selected intention template, Selected template is rendered to generate more new data related with proposal action 833 is presented, and is transmitted to CSR equipment and updates number Make CSR equipment that proposal action 833 be presented accordingly.
Fig. 8 H illustrate can by with CSR link up in the example UI that uses of client.UI 840 show with Cathy with The UI of latest news between CSR.UI 840 also show in response to CSR from suggestion source 833 select request payment button and by It is sent to the payment button of client.In Fig. 8 H, client can activate payment button (for example, passing through touch in UI 840 It), the certification payment (for example, payment is authenticated using fingerprint sensor) in UI 841, and see in UI 842 Receive the confirmation of payment.Any technology presented above can be used that UI 840, UI 841 and UI is presented to client 842.For example, third company can be to client device transmissions more new data, so that customer equipment is presented payment button, presents For receiving the UI of fingerprint and the result of payment transaction being presented.
Fig. 8 I illustrates the possible subsequent UI for CSR after the payment of processing client.In Fig. 8 I, information The instruction of part 830 has been processed by the payment from client.And in Fig. 8 I, message is sent to thank to client to client It is paid.The message can be sent automatically in response to receiving payment, and be not required to be keyed in by CSR.
It is Text Entry 822 at the bottom of the conversation portion 820 in Fig. 8 I, wherein can key in will be to client by CSR The message of transmission.Fig. 8 I is illustrated to the text keyed in by CSR and is provided the example for suggesting being automatically performed.In this example, CSR has been Key in that " that's very kind of you for you！".It presents later and suggests completing " be honored and provide help for you ".CSR can choose the completion It uses, and is sent completely message to client.More new data is transmitted so that CSR equipment is presented to CSR equipment in third company It is completed by the suggestion of the CSR text keyed in.
Fig. 8 J, which is illustrated, has used the possible subsequent UI for CSR after suggesting completing to send message in CSR. It completes information and is already sent to client, as that can see in the conversation portion 820 of Fig. 8 J.
CSR can terminate to assist the client now, and can assist another client.CSR can be from customer list part 810 another clients of selection, and Fig. 8 K illustrates the possible subsequent UI that CSR is directed to after selecting client's thunder Jackson.
In Fig. 8 K, client has sent message, and " since before two weeks, my internet starts to delay very much with having no reason Slowly ".After the text of processing dialogue, proposal action 834 is presented in message part 830.Since client has and internet Related problem is connected, so suggesting that source allows CSR startup separator to exclude tree to assist client to solve the problems, such as.As above, third party Company can handle dialogue and is intended to determining, select template using being intended to, and generate update data by rendering template, and More new data is sent so that proposal action 834 is presented in CSR equipment.
Fig. 8 L, which is illustrated, has selected start button from Fig. 8 K in CSR come after starting using troubleshooting tree, for The possible subsequent UI of CSR.In Fig. 8 L, the first step of troubleshooting tree be inquiry customer issue be with home network or Wi-Fi Hotspot is related.CSR can select to send Question button to send the problem to client from message part 830.
In some implementations, third company can send more new data and problem is presented to client as text, And client can be responded by keying in answer.In some implementations, third company can send update number Appear in button (or some other user interface elements) in the UI of customer equipment.Therefore, client can lead to It crosses and button appropriate is selected to answer a question.In Fig. 8 L, conversation portion instruction client has passed through indication problem and in family Network is related to be responded.
Fig. 8 M illustrates the possible subsequent UI of the next step for troubleshooting tree.Can in response to CSR from The message part 830 of Fig. 8 L selects home network button to show the UI.In Fig. 8 M, the step of troubleshooting tree, is related to confirming The equipment of client, and CSR can send Question button again to client's transmission problem by clicking.The conversation portion of Fig. 8 M 820, which show problem, has transmitted to client, and client is responded with the sequence number of her equipment.
Fig. 8 N illustrates the possible subsequent UI of the next step for troubleshooting tree.Can in response to CSR from The message part 830 of Fig. 8 M selects "Yes" button to show the UI.The next step of troubleshooting is related to carrying out automation inspection It looks into.The message part 830 of Fig. 8 N includes allowing CSR to client's transmission to notify her CSR will initiate the message of automation inspection Button and another button to start automation inspection.In Fig. 8 N, CSR selected two buttons, and such as right It talks about shown in part 820, corresponding message is sent to client, and as shown in the process item in message part 830, Automation inspection is in progress.
Fig. 8 O illustrates the possible subsequent UI for CSR after having been carried out automation inspection.This is shown Example, automation inspection as a result, needing the house technician to client.It can be sent automatically to client and notify client The result of inspection and the message for needing technical staff, and showing for such message is shown in the conversation portion of Fig. 8 O 820 Example.
The message part 830 of Fig. 8 O further includes that CSR is allowed to be the button that technical staff and client arrange for an engagement.In some realities In existing mode, pressing the button and sending to client has the message in relation to the information for opening neutral gear for appointment, and visitor Family can indicate desired appointment to respond by keying in.In some implementations, can to client present UI with Convenient for the selection of appointment.
Fig. 8 P, which is illustrated, can be presented to client to allow client's selection for the example UI of the appointment time of technical staff. Third company can be to client device transmissions more new data so that the UI is presented in equipment.In this example, appointment is shown Available dates and time and client can choose available appointment.After client has made a choice, selected appointment It can appear in CSR UI, as shown in the conversation portion 820 in Fig. 8 O.
Fig. 8 Q, which is illustrated, is directed to the possible subsequent of CSR after sending additional message between client and CSR UI.Herein, client wants additional assistance relevant to account on its line.In some implementations, company can have and have The CSR of different specialities, and therefore assist the CSR of technical support can be different from the CSR of account on line is assisted.In the example In, CSR can be used to transfer button 823 and transfer client to can assist that his is another about account on the line of client CSR。
Fig. 9 illustrates the group of an implementation of the calculating equipment 900 for realizing any technology as described above Part.In Fig. 9, component is illustrated as individually calculating in equipment 900, but component can be distributed in multiple calculating equipment, The system for such as calculating equipment, including for example terminal user calculates equipment (for example, smart phone or plate) and/or server meter It calculates equipment (for example, cloud computing).
Calculating equipment 900 may include calculating any typical components of equipment, such as volatibility or nonvolatile memory 910, one or more processors 911 and one or more network interfaces 912.Calculating equipment 900 can also include any input And output precision, such as display, keyboard and touch screen.Calculating equipment 900 can also include the various each of offer concrete function Sample component or module, and these components or module can be realized with software, hardware or combinations thereof.In the following, showing for one Example implementation describes several examples of component, and other implementations may include additional component or the following institute of exclusion Some components of description.
Calculating equipment 900 can have customer interfacing components 920, can receive data from customer equipment, to visitor Family equipment transmission data and implementation other movements as described above.Calculating equipment 900 can have customer support component 921, the customer support session between client and CSR can be promoted, or provide automation client to client and support.Calculating is set Standby 900 can have CSR interface module 922, can receive data from CSR equipment, to CSR equipment transmission data, with And carry out other movements as described above.Calculating equipment 900 can have semantic processes component 923, can carry out above Any semantic processes task (such as selection meaning in described or any patent application for being incorporated herein Figure).Calculating equipment 900 can have request prediction device assembly 924, can predict the visitor of client as described above Support request in family.Calculating equipment 900 can have data interface assembly 925, public from the storage of third company's data, third party Department provides it the server of the company of service or the server in four directions obtains data.Calculating equipment 900 can have mould Plate render component 926 renders template using template data as described above.
Calculating equipment 900 may include various data storages or may have access to various data storages, which stores such as Data storage 930,931,932 and 933.Data storage can be used any of memory technology, such as document data bank or Person's relational database or non-relational database.It is closed for example, calculating equipment 900 and can have customer data storage 930 to store In client it is any for information about.Calculating equipment 900 can have CSR data storage 931, can store appointing about CSR What is for information about.Calculating equipment 900 can have company data storage 932, can store related third company Xiang Qiti For service company it is any for information about.Calculating equipment 900 can have template data storage 933, can store and is used for Generate any template of more new data.
It can be by executing computer software, program code and/or the machine of instruction on a processor come partly or whole Method and system described herein is used aly." processor " is intended to include at least one processing as used in this article Device, and unless context is in addition clearly specified, plural number and odd number should be understood as being interchangeable.The present invention can be by reality Now for method, the part as machine or the system about machine or device on machine or on one or more machines The computer program product being embodied as in computer-readable medium executed.Processor can be server, client, network Infrastructure, mobile computing platform fix computing platform or the part of other computing platforms.Processor can be any kind of Calculating or processing equipment, are able to carry out program instruction, code, binary instruction etc..Processor can be or including letter Number processor, digital processing unit, embeded processor, microprocessor or such as coprocessor (math co-processor, figure association Processor, communication co-processor etc.) etc. can directly or indirectly promote holding for the program code being stored thereon or program instruction Capable any modification.In addition, processor can enable to realize the execution of multiple programs, thread and code.It can hold simultaneously Line journey is to reinforce the performance of processor and convenient for operation while application program.By means of implementation, retouched herein The method stated, program code, program instruction etc. can be realized in one or more threads.The thread can produce can be by Assign other threads of priority associated there；Processor can be based on priority or based on provided in program code Any other order of instruction execute these threads.Processor may include storage as herein and described by other places Method, code, instruction and program memory.Processor can be by interface come access storage media, which deposits Store up method, code and instruction described in herein and other places.For storage method, program, code, program instruction or energy It is enough to be calculated or the storage medium associated with processor of the other kinds of instruction of processing equipment execution may include but not It is limited to one or more of following items: CD-ROM, DVD, memory, hard disk, flash drive, RAM, ROM, cache Etc..
Processor may include the one or more cores that can reinforce the speed and performance of multiprocessor.In embodiment In, processor can be dual core processor, four core processors, combine two or more individual cores (being called tube core) other Chip-level multiprocessor etc..
It can be by server, client, firewall, gateway, hub, router or computer as other And/or the machine of computer software is executed on networking hardware partially or entirely to use method described herein and be System.Software program can be associated with server, the server may include file server, printing server, domain server, Other changes of Internet Server, intranet servers and such as secondary server, host server, distributed server etc. Type.Server may include one or more of following items: memory, processor, computer-readable medium, storage are situated between Matter, (physics and virtual) port, communication equipment and other servers, visitor can be accessed by wired or wireless medium Family end, the interface of machine and equipment, etc..The method as described in herein and other places, journey logic bomb can be by taking Business device executes.In addition, other equipment required for the method as described in this application of execution can be considered as and server A part of associated infrastructure.
Server can provide the interface to other equipment, which includes but is not limited to client, other services Device, printer, database server, printing server, file server, the communication server, distributed server etc..It is additional Ground, the coupling and/or connection can remotely execute program in order to across a network.The networking of some or all of these equipment can be with Convenient for being made without departing from the scope of the present invention in one or more positions concurrent processor or method.In addition, attached by interface Any equipment for being connected to server may include capableing of at least one storage of storage method, program, code and/or instruction to be situated between Matter.Central repositories can provide the program instruction to execute on different devices.In this implementation, long-range repository can To serve as the storage medium for program code, instruction and program.
Software program can be associated with client, which may include file client, print client, domain visitor Family end, internet client, intranet client and such as assist client, host client, distributed clients etc. Other modifications.Client may include one or more of following items: memory, computer-readable medium, is deposited processor Storage media, (physics and virtual) port, communication equipment and other clients can be accessed by wired or wireless medium End, server, the interface of machine and equipment, etc..As herein and method described in other places, journey logic bomb can be with By client executing.In addition, other equipment required for the method as described in this application of execution can be considered as and visitor A part of the associated infrastructure in family end.
Client can provide the interface to other equipment, which includes but is not limited to server, other clients End, printer, database server, printing server, file server, the communication server, distributed server etc..It is additional Ground, the coupling and/or connection can be in order to remotely executing program on network.The networking of some or all of these equipment can In order to be made without departing from the scope of the present invention in one or more positions concurrent processor or method.In addition, passing through interface Be attached to client any equipment may include can storage method, program, application program, code and/or instruction at least One storage medium.Central repositories can provide the program instruction to execute on different devices.In this implementation, far Journey repository can serve as the storage medium for program code, instruction and program.
It can by network infrastructure portion or integrally use method and system described herein.Network base Infrastructure may include following elements: such as calculating equipment, server, router, hub, firewall, client, personal meter Calculation machine, communication equipment, routing device and other active or inactive component, module and/or components as known in the art.With network Infrastructure associated (one or more) calculates and/or non-computational equipment may include the storage separated with other assemblies Medium, such as flash memory, buffer, storehouse, RAM, ROM etc..Process, side described in herein and other places Method, program code, instruction can be executed by one or more network infrastructure elements.
Herein and method, program code and instruction described in other places can be in the Cellular Networks with multiple cells It is realized on network.Cellular network can be frequency division multiple access (FDMA) network or CDMA (CDMA) network.Cellular network can be with Including mobile device, cell site, base station, repeater, antenna, tower etc..Subzone network can be GSM, GPRS, 3G, EVDO, Mesh network or other network types.
Herein and method, program code and instruction described in other places on the mobile apparatus or can pass through movement Equipment is realized.Mobile device may include navigation equipment, cellular phone, mobile phone, mobile personal digital assistant, meter on knee Calculation machine, palmtop computer, net book, pager, E-book reader, music player etc..These equipment may include (among other components) storage medium such as flash memory, buffer, RAM, ROM and one or more meters Calculate equipment.It is associated with mobile device calculate equipment can enable to execute be stored thereon program code, method and Instruction.Alternatively, mobile device may be configured to cooperative execute instruction with other equipment.Mobile device can be logical with base station Letter, which docks with server and is configured to execute program code.Mobile device can be in peer-to-peer network, mesh network Or it is communicated on other communication networks.Program code can store on storage medium associated with server and by being embedded in Calculating equipment in server executes.Base station may include calculating equipment and storage medium.Storage equipment can store by with base Stand it is associated calculating equipment execute program code and instruction.
Computer software, program code and/or instruction can be stored and/or access on a machine-readable medium, machine can Reading medium may include: that the numerical data for keeping being used to calculate is up to computer module, equipment and the note of certain time interval Recording medium；The referred to as semiconductor storage of random-access memory (ram)；It is typically used in the large capacity more permanently stored Storage device, such as CD, such as hard disk, tape, drum, card and other kinds of magnetic storage form；Processor register, high speed Buffer memory, volatile memory, nonvolatile memory；Optical storage medium, such as CD, DVD；Removable media, it is all Such as flash memory (for example, USB stick or key), floppy disk, tape, paper tape, punched card, independent ram disc, Zip drive, removable Except mass storage device, offline etc.；Other computer storages, such as dynamic memory, static memory, read/write are deposited Storage device, variable memory device, read-only, arbitrary access, sequential access, position addressable, file addressable, content addressable, Network additive storage device, storage area network, bar code, magnetic ink etc..
Method and system described herein can by physics and/or invisibles from a state transformation at another shape State.Method and system described herein can also will indicate the data of physics and/or invisibles from a state transformation at Another state.
Element (including in the flow chart and block diagram of attached drawing) that is described herein and describing implies patrolling between element Collect boundary.However, being practiced according to software or hardware engineering, discribed element and its function can be situated between by the way that computer is executable Matter realizes that the machine has the processor for being able to carry out the program instruction being stored thereon, the program instruction conduct on machine Monolithic software configuration as independent software module or is taken as external routine, code, service etc. or these is any Combined module, and all such implementation may be in the scope of the present disclosure.The example of such machine can be with Including but not limited to personal digital assistant, laptop computer, personal computer, mobile phone, other Handheld computing devices, Medical equipment, wired or wireless communication equipment, converter, chip, calculator, satellite, tablet PC, e-book, small tool, electronics Equipment, the equipment with artificial intelligence, calculating equipment, networking equipment, server, router etc..In addition, in flow chart and frame The element described in figure or any other logic module can be realized on the machine for be able to carry out program instruction.Therefore, although In terms of aforementioned figures and description elaborate the function of disclosed system, but should not be inferred according to these descriptions for realizing The specific arrangements of software in terms of these functions are unless explicitly stated or according further to context clear.Similarly, high-ranking military officer Can, the various steps for being identified above and describing can change, and the order of step be adapted to it is disclosed herein The specific application of technology.All such change and modification are intended to fall within the scope of this disclosure.In this way, time to various steps The description and/or description of sequence shall not be construed as the certain order for requiring to execute those steps, unless required by specific application, Or it is expressly recited or is clear according further to context.
It with hardware, software or any combination of hardware and software of application-specific can be suitable for realizes institute above The method and/or process and its step of description.Hardware may include general purpose computer and/or dedicated computing equipment or specific Calculate equipment, or the specific particular aspects or component for calculating equipment.Can one or more microprocessors, microcontroller, Embedded microcontroller, programmable digital signal processor or other programmable devices, together in externally and/or internally memory Realization process.Process can with or alternatively be embodied in specific integrated circuit, programmable gate array, programmable logic array or appoint What other equipment may be configured to handle in the combination of the equipment of electronic signal.It will further appreciate that, in the process One or more is implemented as the computer-executable code executed on a machine-readable medium.
Can be used structured programming language (such as C), object-oriented programming language (such as C++) or any other Advanced or low level programming language (including assembler language, hardware description language and database programming language and technology) is counted to create Calculation machine executable code, can by storage, compile or be interpreted as operating in the isomery group of one of above equipment and processor It closes, the combination of processor architecture or different hardware and software or be able to carry out on any other machine of program instruction.
Therefore, in one aspect, each method as described above and combinations thereof, which can be embodied in computer, can be performed generation In code, which carries out its step when executing in one or more calculating equipment.On the other hand, should Method can be embodied in carry out its step system in, and can in many ways striding equipment distribution or repertoire can Not to be integrated into dedicated, individual equipment or other hardware.On the other hand, for carrying out and process described above phase The component of the step of association may include ... described above any hardware and/or software.All such arrangements and combination are all Intention is fallen within the scope of this disclosure.
Although having been combined the preferred embodiment for being shown specifically and describing discloses the present invention, to its various modifications Those skilled in the art will become obvious with improving.Therefore, the spirit and scope of the present invention are not only restricted to aforementioned exemplary, But to understand in the admissible broadest meaning of law.
Cited whole documents are incorporated herein herein.

Claims (20)

1. it is a kind of for third company come assist company to their client provide customer support computer implemented method, it is described Method is carried out by one or more servers of the third company, and the described method includes:
The authentication information of the first Customer Service Representative is received from the first equipment, wherein first Customer Service Representative assists first The client of company；
It is stored using the data that the authentication information of first Customer Service Representative updates Customer Service Representative, wherein the client The data storage that service represents includes the information in relation to multiple Customer Service Representative；
To first device transfer software, first Customer Service Representative is allowed to assist so that first equipment is presented The user interface of the client of first company；
The identification information of the first client is received from the second equipment；
First message is received from second equipment, second equipment seeks support from first company；
Retrieve company data from the server of first company, wherein the company data include related first client or The information of at least one of first company；
By carrying out the semantic processes of the first message, the intention of the first message is selected from multiple possible intentions；
First Customer Service Representative is selected using the data storage of Customer Service Representative；
It is intended to select template from multiple template using selected, wherein selected template is related to one or more intentions Connection；
The template is rendered to generate update data by using the company data, wherein the updated data package is included in relation to right The information of the update of a part of the user interface presented to first Customer Service Representative；
The more new data is transmitted to first equipment, wherein the data that update to run on said first device Software come update by first equipment present user interface a part；
The corresponding event number of the input of the first Customer Service Representative in first equipment is received from first equipment According to；And
Second message is transmitted to the second equipment using the event data.
2. computer implemented method according to claim 1, wherein in first client and first customer service The first message is received during customer support session between representative.
3. computer implemented method according to claim 1, wherein the data storage for updating Customer Service Representative includes referring to Show that first Customer Service Representative is available for assisting client.
4. computer implemented method according to claim 1, wherein the identification information of first client includes IP address.
5. computer implemented method according to claim 1, including before the intention for selecting the first message:
Determine the clarification for needing the first message from first client；
Clear request is directed to second equipment transmission；
The response to clear request is directed to is received from second equipment；And
It selects to be intended to using to the response for clear request.
6. computer implemented method according to claim 1,
Wherein generate the updated data package to include: the placeholder including being directed to delayed data, the delayed data is described in the generation It is unavailable when more new data；And
The described method includes:
The delayed data is obtained,
The second more new data is generated using the delayed data, and
The described second more new data is transmitted to first equipment, wherein the described second more new data to operate in described first The delayed data is presented to first Customer Service Representative in software in equipment.
7. computer implemented method according to claim 6, wherein the updated data package includes the mark of the placeholder Symbol, second updated data package include the identifier of the placeholder, and the software of operation on said first device uses The delayed data is presented in the identifier.
8. it is a kind of for third company come assist company to their client provide customer support system, the system comprises:
At least one server computer comprising at least one processor and at least one processor, at least one described clothes Business device computer is configured to:
The authentication information of the first Customer Service Representative is received from the first equipment, wherein first Customer Service Representative assists first The client of company；
The data storage that Customer Service Representative is updated using the authentication information of first Customer Service Representative, wherein the visitor The data storage that family service represents includes the information in relation to multiple Customer Service Representative；
To first device transfer software, first Customer Service Representative is allowed to assist so that first equipment is presented The user interface of the client of first company；
The identification information of the first client is received from the second equipment；
First message is received from second equipment, second equipment seeks support from first company；
Retrieve company data from the server of first company, wherein the company data include related first client or The information of at least one of first company；
By carrying out the semantic processes of the first message, the intention of the first message is selected from multiple possible intentions；
First Customer Service Representative is selected using the data storage of Customer Service Representative；
It is intended to select template from multiple template using selected, wherein selected template is related to one or more intentions Connection；
The template is rendered to generate update data by using the company data, wherein the updated data package is included in relation to right The information of the update of a part of the user interface presented to first Customer Service Representative；
The more new data is transmitted to first equipment, wherein the data that update to run on said first device Software come update by first equipment present user interface a part；
The corresponding event number of the input of the first Customer Service Representative in first equipment is received from first equipment According to；And
Second message is transmitted to the second equipment using the event data.
9. system according to claim 8, wherein the updated data package includes structural data.
10. system according to claim 8, wherein second equipment:
The webpage retrieved from the server of first company is presented, wherein the webpage includes the use for requesting customer support Family interface；And
The webpage makes the first message be transferred to one or more servers of the third company.
11. system according to claim 8, wherein first client is recognized using the server of first company Card is to obtain Service Ticket, and the identification information includes the Service Ticket.
12. system according to claim 8, wherein at least one described server computer is configured to:
The second template is obtained using selected intention；
The second more new data is created, second updated data package is included in relation to use second template and the company data The information of a part of the user interface presented to first client；And
The described second more new data is transmitted to second equipment, wherein the described second more new data to operate in described second Software in equipment updates a part of the user interface presented by second equipment.
13. system according to claim 12, wherein second equipment is configured to by using second equipment The API of operating system update user interface elements and update the user interface presented by second equipment.
14. system according to claim 8, wherein the company data includes the name of first client, described The account status of one client, the service as received by first client, with it is described it is selected be intended to related information or The information of state of the person in relation to the service provided by first company.
15. one or more non-transitory computer-readable mediums comprising computer executable instructions make upon being performed It obtains at least one processor and carries out the movement including the following terms:
The authentication information of the first Customer Service Representative is received from the first equipment, wherein first Customer Service Representative assists first The client of company；
It is stored using the data that the authentication information of first Customer Service Representative updates Customer Service Representative, wherein the client The data storage that service represents includes the information in relation to multiple Customer Service Representative；
To first device transfer software, first Customer Service Representative is allowed to assist so that first equipment is presented The user interface of the client of first company；
The identification information of the first client is received from the second equipment；
First message is received from second equipment, second equipment seeks support from first company；
Retrieve company data from the server of first company, wherein the company data include related first client or The information of at least one of first company；
By carrying out the semantic processes of the first message, the intention of the first message is selected from multiple possible intentions；
First Customer Service Representative is selected using the data storage of Customer Service Representative；
It is intended to select template from multiple template using selected, wherein selected template is related to one or more intentions Connection；
The template is rendered to generate update data by using the company data, wherein the updated data package is included in relation to right The information of the update of a part of the user interface presented to first Customer Service Representative；
The more new data is transmitted to first equipment, wherein the data that update to run on said first device Software come update by first equipment present user interface a part；
The corresponding event number of the input of the first Customer Service Representative in first equipment is received from first equipment According to；And
Second message is transmitted to the second equipment using the event data.
16. it is according to claim 15 one or more non-transitory computer-readable medium, wherein from it is the multiple can Selection is intended to include: the node for selecting chart in the intention of energy, wherein each node of the chart corresponds in multiple intentions Intention.
17. it is according to claim 16 one or more non-transitory computer-readable medium, wherein from it is the multiple can Can intention in selection be intended to include: to traverse the chart from the start node of the chart, and the wherein chart is every A node is associated with classifier.
18. one or more non-transitory computer-readable medium according to claim 15, the movement include:
From the cubic data of server retrieval operated by cubic company；And
It wherein generates the updated data package to include: retrieving the four directions using from the server operated by the cubic company Data.
19. one or more non-transitory computer-readable medium according to claim 15, the movement include:
The second company data is retrieved from the server of first company, wherein described in retrieving after first company data Second company data；And
The more new data is generated using second company data.
20. one or more non-transitory computer-readable medium according to claim 15, wherein selecting described first Customer Service Representative includes using at least one of the selected intention or described company data.
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